Ellen Katz
Aurora,OH
Summary
I am an enthusiastic and adaptable employee with experience in leadership and creative problem solving. I have the self initiative to work alone coupled with open-mindedness to collaborate well and lead others. I enjoy a varied day and take pride in my attention to the outstanding customer experience.
Overview
8
8
years of professional experience
Work History
Implementation Lead
CommentSold, LLC
03.2022 - 12.2023
- Perform Quality Assurance reviews for all members of the onboarding team
- Developed Standard Operating Playbooks to ensure team cohesion and provide situational guidance for Onboarders.
- Contributed to launching new Onboarding services, such as Group Onboarding calls, and developed the procedures for these customer interactions
- Review and provide feedback on team onboarding metrics.
- Train and develop new onboarding team members
- Onboard a variety of new CommentSold customers and teach them the platform and guide them to a successful launch of their business with CommentSold.
- Researched and resolved barriers to successful system functionality, improving support, and issue resolution.
- Oversaw implementation lifecycle processes based on organizational needs, regulatory requirements, and customer demand.
- Managed multiple simultaneous implementations with minimal supervision, demonstrating strong organizational skills and adaptability.
- Developed comprehensive training materials for new Implementation Managers, improving onboarding efficiency and team cohesion.
- Ensured adherence to regulatory guidelines when implementing new systems or processes within various industries such as healthcare or finance sectors.
- Delivered training sessions for staff members on new systems or processes following implementation, resulting in a more confident workforce able to utilize tools efficiently.
- Conducted quality assurance to verify accuracy of data used in IT projects.
- Implemented best practices in change management to facilitate smooth transitions during software or system upgrades for minimal disruption to endusers.
Senior Onboarding Specialist
CommentSold, LLC
05.2021 - 03.2023
- Contributed in the development and launch of the Rising Star onboarding program, including procedures, and details of the customer process.
- Trained new onboarding team members for Guided Onboarding and the newly developed Rising Star program
- Went On-site to multiple boutiques to assist in training and setup of live stations and warehouses.
- Successfully onboarded hundreds of shops and customers between Guided and Rising Star onboarding programs.
Onboarding Specialist
CommentSold, LLC
05.2020 - 05.2021
- Provided customers with a guided onboarding experience to successfully launch their business on the CommentSold platform.
- Grossed well over 1 million dollars in GMV as an onboarding specialist.
- Helped train new hires to the team.
Bartender
O'Charley's
06.2016 - 05.2021
- Responsible for company and product knowledge
- Maintaining a clean and efficient work environment
- Delivering a consistent high standard of customer service and professionalism
- Providing leadership amongst team members
- Building relationships with a growing customer base and providing successful and appropriate product marketing
- Reviewing and completing opening and closing responsibilities
- Training waitress staff basic bar etiquette and product knowledge
- Teaching bar staff functionality and efficiency behind the bar
- Delegating tasks based on the companies needs
Chat Support Specialist
CommentSold, LLC
09.2019 - 05.2020
Onboarders
- Provided online customer support for shops utilizing CommentSold.
- Became a subject matter expert on the intricacies of the customer dashboard, and the different and unique options and combinations that could be used to help customers customize and get the most from their dashboards.
Assistant
MOCO Boutique
01.2018 - 03.2019
- Corresponding with customers on a daily basis via email and social media
- Answering questions concerning products
- Keeping up to date with emails from both wholesalers as well as customers
- Packaging and shipping purchases
- Assisting sales
- Invoicing sales
- Unpacking inventory and setting prices
- Light errands running including office supply runs and coffees/lunches
Education
Associates - Interior Design
Cuyahoga Community College
Cleveland, OH05.2011
Skills
- Issue Resolution
- Project Management
- Customer Interaction
- Organization Skills
- Retention Management
- Critical Thinking
- Documentation
- Time Management
Timeline
Implementation Lead
CommentSold, LLC
03.2022 - 12.2023
Senior Onboarding Specialist
CommentSold, LLC
05.2021 - 03.2023
Onboarding Specialist
CommentSold, LLC
05.2020 - 05.2021
Chat Support Specialist
CommentSold, LLC
09.2019 - 05.2020
Assistant
MOCO Boutique
01.2018 - 03.2019
Bartender
O'Charley's
06.2016 - 05.2021
Associates - Interior Design
Cuyahoga Community College
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